Abstract
In this multi-method study, we investigate how social job demands (i.e., social interruptions) and resources (i.e., colleague support) in the service context influence employee (negative) (re)actions to customers through cynicism towards the job. In addition, we investigate why customers are less satisfied with the provided service when employees endorse a cynical attitude. To test the hypothesized process, we used observer ratings of the employee–customer interactions regarding the number of interruptions and employee negative (re)actions during service encounters, employee self-reports of overall colleague support and daily cynicism, and customer-ratings of service quality. Participants were 48 service employees and 141 customers. Results of multi-level structural equation modelling analyses showed that whereas the number of observed social interruptions during service encounters related positively to cynicism, social support related negatively. Cynical employees exhibited more negative (re)actions towards their customers (e.g., expressed tension, were unfriendly). Consequently, the more negative (re)actions employees showed towards their customers, the less satisfied customers were with the service quality. The study contributes to the literature by explaining what makes service employees cynical about their work, and why cynical employees provide low-quality services.
| Original language | English |
|---|---|
| Pages (from-to) | 16-27 |
| Number of pages | 12 |
| Journal | European Journal of Work and Organizational Psychology |
| Volume | 27 |
| Issue number | 1 |
| DOIs | |
| Publication status | Published - 2018 |
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Keywords
- Cynicism
- interruptions
- negative reactions
- service quality
- social support
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How do cynical employees serve their customers?: a multi-method study. / Demerouti, E.; Xanthopoulou, D.; Bakker, A.B.
In: European Journal of Work and Organizational Psychology, Vol. 27, No. 1, 2018, p. 16-27.Research output: Contribution to journal › Article › Academic › peer-review
TY - JOUR
T1 - How do cynical employees serve their customers?: a multi-method study
AU - Demerouti, E.
AU - Xanthopoulou, D.
AU - Bakker, A.B.
PY - 2018
Y1 - 2018
N2 - In this multi-method study, we investigate how social job demands (i.e., social interruptions) and resources (i.e., colleague support) in the service context influence employee (negative) (re)actions to customers through cynicism towards the job. In addition, we investigate why customers are less satisfied with the provided service when employees endorse a cynical attitude. To test the hypothesized process, we used observer ratings of the employee–customer interactions regarding the number of interruptions and employee negative (re)actions during service encounters, employee self-reports of overall colleague support and daily cynicism, and customer-ratings of service quality. Participants were 48 service employees and 141 customers. Results of multi-level structural equation modelling analyses showed that whereas the number of observed social interruptions during service encounters related positively to cynicism, social support related negatively. Cynical employees exhibited more negative (re)actions towards their customers (e.g., expressed tension, were unfriendly). Consequently, the more negative (re)actions employees showed towards their customers, the less satisfied customers were with the service quality. The study contributes to the literature by explaining what makes service employees cynical about their work, and why cynical employees provide low-quality services.
AB - In this multi-method study, we investigate how social job demands (i.e., social interruptions) and resources (i.e., colleague support) in the service context influence employee (negative) (re)actions to customers through cynicism towards the job. In addition, we investigate why customers are less satisfied with the provided service when employees endorse a cynical attitude. To test the hypothesized process, we used observer ratings of the employee–customer interactions regarding the number of interruptions and employee negative (re)actions during service encounters, employee self-reports of overall colleague support and daily cynicism, and customer-ratings of service quality. Participants were 48 service employees and 141 customers. Results of multi-level structural equation modelling analyses showed that whereas the number of observed social interruptions during service encounters related positively to cynicism, social support related negatively. Cynical employees exhibited more negative (re)actions towards their customers (e.g., expressed tension, were unfriendly). Consequently, the more negative (re)actions employees showed towards their customers, the less satisfied customers were with the service quality. The study contributes to the literature by explaining what makes service employees cynical about their work, and why cynical employees provide low-quality services.
KW - Cynicism
KW - interruptions
KW - negative reactions
KW - service quality
KW - social support
UR - http://www.scopus.com/inward/record.url?scp=85028532340&partnerID=8YFLogxK
U2 - 10.1080/1359432X.2017.1358165
DO - 10.1080/1359432X.2017.1358165
M3 - Article
AN - SCOPUS:85028532340
VL - 27
SP - 16
EP - 27
JO - European Journal of Work and Organizational Psychology
JF - European Journal of Work and Organizational Psychology
SN - 1359-432X
IS - 1
ER -